Services Standards: Defining the Core Consumer Elements ... - ANEC

Services Standards
Liability for
personal injury
and belongings
Insurance
Furniture
removal
service
specification
EN 12522-1
Service
provider’s
liability shall be
covered by one
or several
reputable
insurance
companies
Furniture
removal
provision of
services
EN 12522-2
Furniture
removal
Specification
for storage
EN 14873-1
Furniture
removal
provision of
services
EN 14873-2
3.2.3. 5 th indent,
final agreement
of the extent of
liability in the
event of loss
and damage
3.2.3. 6 th indent
terms and
conditions
relating to any
offer of
insurance
5. Post-contractual stage – after-sales services, complaint handling,
dispute settling, collective redress, protection against insolvency
Post-contractual disputes are part of the business. The technical standards
therefore contain rules on complaint handling and dispute resolution. However,
these requirements are not really developed. There is no reference to the way
in which out-of-court dispute resolution should be handled. It is only said that
amicable dispute settlement should be available. This is a rather low standard in
comparison to the existing EC recommendations on dispute resolution, such as
98/257/EC 406 .
Furniture
removal
service
specification
EN 12522-1
Furniture
removal
provision of
services
EN 12522-2
Furniture
removal
Specification
for storage
EN 14873-1
Furniture
removal
provision of
services
EN 14873-2
After-sales
services
4.4. last indent
After-sales
service to
ensure that the
customer’s
reasonable
expectations for
amicable
settlement of
4.3. after-sales
services (here
being
understood as
management of
customer
satisfaction)
406 OJ L 115, 17.4.1998, 31.
159